Customer Service That Counts

Learning Objectives:

To develop a positive attitude towards people and situations for better results

To raise current level of service to one that exceeds expectations of customers of today

To create a dynamic workplace environment

Course Outline:

Why emphasise customer service?
Who is on the receiving end of your work?
Who is your customer?
Building the business-customer relationship
Cementing customer loyalty
Customers’ choices

Develop the right attitude for efficiency and effectiveness
Recognising that everyone is an important of the team
The power of the mind (conscious and sub-conscious)
Changing thoughts to change action, and hence results

Customer skills you need to have
Telephone etiquette, effective communication, people skills

What do customers want?
Being treated as number one, prompt delivery on promises and solutions to their problems

Seeing complaints from a different perspective
Turning complaints to opportunities

Winning back the dissatisfied customer
Service recovery is all-important

Knowing yourself and others for better performance
Participants’ understanding of their own personality